MEMBEr PErsPEctivEs
employee to interact with customers in their own unique way . Another way spa directors empower their employees to show exemplary customer service is through knowledge . Says Sylvia Walsh , owner of The Spa at Traditions in Johnson City , New York , “ Customer service doesn ’ t seem to be a problem anymore ,” she notes . “ We have been lucky to have training sessions . They have helped immensely .”
Even the most service-minded employees can benefit from regular training on policies and protocol when it comes to dealing with customers . The more your employees know about how to deal with customer interactions of all kinds , the better .
But , while training is necessary for basic service knowledge and company policies , it ’ s important your employees know they have the power to make decisions when it comes to their clients .
“ My greatest challenge with customer service is maintaining the smallest details in company guidelines and procedures with each technician , but allowing each technician to bring their creativity , ideas and personality to their services ,” says Kocak .
To solve this problem , Kocak and her leadership team implemented a mentor program , which has helped in more ways than one . “ As we bring in new talent it is necessary to make sure their level of expertise reflects the image that we aspire to have . By creating the time and space for each teammate to work with our new hires allows them to shine not only as a mentor but also as a more senior member of the team . Watching our team work together for one common goal but allowing each of them to bring their creativity and leadership makes us even stronger .”
( conTInUEd on PAgE 28 )
rEsourcE PartNEr PErsPEctivE
To make sure our employees are service-minded , we emphasize hospitality and service experience over technical knowledge when hiring . you can always teach technical skills , but some people just have service in them .
We ’ ve also gotten rid of the following words completely when our service team is dealing with customers : our policy , fault , department , per our records , seems like . instead , we ’ ve developed well-written guides to help resolve commonly asked questions . This minimizes difficult verbal interactions in trying to articulate steps and helps focus on solutions , which is more rewarding for our employees as well .
Hire for customer service skills above all else .
— fraNK PitsiKalis , founder and cEo , resortsuite , toronto , canada
26 PULSE ■ June 2018